Lufthansa Reviews 14,378

If there is a way to give negative points I would have given as they don’t even deserve a zero. Where is all that German pride of honesty and reliability . The service stooped down to the level of lying and misleading with inaccurate booking updates to only cancel at a later point. I would have missed the flight because of that. I booked tickets from Dallas to Hyderabad via Frankfurt. When we were at the gate in Frankfurt for an outbound flight I received a text that flight was cancelled. Few mins later they rebooked me via Bahrain. The main reason I chose not so great Lufthansa is because of the route to avoid Middle East. They sent me to Bahrain during a conflict. I missed flight because of your crew’s negligence to verify documents in Dallas. After two days of wait in Bahrain airport, Lufthansa reissued my ticket from Bahrain to Hyderabad and few hours before the flight they cancelled the booking with out any notice. After making few calls, which they abruptly disconnected, to be exact 8 times, I realized that it’s all a sham. Any how, I was supposed to reach Hyderabad on 31st May, instead reached on 3rd June.
I humbly request everyone I know to refrain from Lufthansa for any of their travel plans. It has become an unreliable and dishonest airlines.

Flights to San Jose cancelled with 26 hours notice due to pilot strike in February - 3 months after raising a claim for compensation and 2 months after an cursory acknowledgement , I am left with no option to raise this matter with the CAA. Extremely disappointed with this company - wished I'd seen these reviews before booking as this has cost lost me a lot of time and effort to try to resolve.

Lufthansa acknowledged compensation but never paid
My family and I travelled with Lufthansa in January 2026. One of our checked bags was lost and never recovered.
After submitting all requested documentation, Lufthansa formally confirmed by email on 10 February 2026 that I was entitled to compensation of EUR 1,345 under the Montreal Convention.
The company requested my bank details, which I provided on the same day.
Since then:

No payment has been made.

No explanation has been given.

Multiple follow-up emails have gone unanswered.

Customer service has been unable to provide any meaningful assistance.

The most frustrating part is that Lufthansa is not disputing the claim. They have already acknowledged the compensation in writing and requested payment details. The issue is simply that they have failed to pay and stopped responding.
I am now escalating the matter through European consumer protection and German aviation dispute resolution channels.
Reference: FB ID 42599738
Very disappointing experience and customer service.

On Feb 26 we flew from Venice to Frankfurt with LH and because the plane was delayed we missed the flight to Toronto with AC. LH gave us a replacement flight the next day with KLM, but we had to pay for the hotel in Amsterdam ourselves. They assured us that they would refund us, but after 4 months nothing. When I call LH I am 20+ or ​​30+ on the waiting list. I have also submitted a few e-complaints, but nothing… What else can I do?

Our business class seats from Los Angeles to Munich and return from Frankfurt to Los Angeles were narrow and uncomfortable with the screen out of reach. Service by the staff was at best perfunctory. We make an exception for Sabine on the flight home. She was very good. Food was not great. We reserve our greatest dissatisfaction with the transfer at Munich Airport where the entire plane load of passengers were discharged into a locked lounge with no way to exit to our connecting flights for 20 minutes. Eventually someone broke through the door and the alarm was still ringing when we went through. Also our luggage did not make the connecting flight and we had to fill in a confusing form. There is no way to reach Lufthansa by telephone in Europe or the US. Eventually we were contacted by the Dubrovnik Airport Lost and Found to pick up our luggage. Finally, we asked our miles to accrue to Cathay Pacific and Lufthansa did not give us the mileage credit. Cathay kindly checked the ticket numbers for us, however since there is no way to contact Lufthansa, we have to write off those miles. Our advice to our fellow travelers, avoid Lufthansa at all costs. For some reason, they have just lost it!

Lufthansa cancelled our flights. We were told we would receive a refund but they have not confirmed this via email as promised and no refund was issued.
I contacted my credit card company who raised a dispute with Lufthansa. They are rejecting the dispute and claim the flights were non-refundable, event though it was Lufthansa who cancelled the flights.
NEVER book with this company, if something goes wrong on their end they will steal your money and not help you resolve the situation.

If you need to contact them there is no phone number, and there are often 800+ customers waiting on the online chat and so they do not connect you. If you are connected you can wait hours before speaking to someone and then they will lie to you. If you email them you get an automated response that they do not reply to emails to that address.
Worst airline ever. This issue is still ongoing over a month later.

​Because our HEL - MUC flight was delayed, we missed our MUC - IST connecting flight, and we currently cannot rebook. We are unable to reach either the call center or the chatbot to get any answers to our questions.
​They sent us to a hotel, but the hotel is extremely inadequate. We have been left hungry as there is no food available, and furthermore, they informed us that they would charge us for the stay.
​Overall, this is an unbelievable situation that absolutely does not benefit a global giant. We have no idea when we will return tomorrow, the contracted hotel is far away and severely lacking. I will be looking into my legal rights. I deeply regret choosing this airline. We are hungary, unhappy and so tired ,
please do something

Booking number : 75X82F
SAMURAY TERZIOGLU

My first leg flight got delayed due to thunderstorm in Frankfurt airport . When I tried checking with the head of hair hostess what should I do for the connecting flight she rudely answered I don't have an answer for you without even looking at me , just ignoring that I ever existed .
I then requested if I can have something to eat as I was hungry , some fruit or bread or coffee they said they can open up serving for one person and when I asked again the gave me a dry fruit small pack.
I realised that My connecting flight has already departed; when I landed but there was no one to assist what to do . I was expecting that airline will take care ( leave along ownership) of their customers who have paid good sum of money to be served , and they will allot the next available flight . Nothing happened and I am waiting in a line that some uninterested man in uniform told us to not even asking what do we need . Worst behaviour from airlines , ground staff so far . Hope when I eventually reach the service desk they will put me on to the next flight and serve me some food or let me go have my own food . Worst experience so far - this is why I never wanted to fly Lufthansa ( based on my past experiences ) but unfortunately fate had me travel with them . Seems they have never and will never want to be customer oriented . Hopefully I don't come back to travel with them ever

Never travel again been in call for 3 hrs to talk to person…

Terrible customer service. No way to change flights online. No way to call someone. Was stuck in an online queue for hours, was gone for 1 minute, and then had to restart queuing.

Horrible. This is really one of the worst customer services ever received. Even low costs can behave better and offer better services!

Super un friendly flight attendence to absoluty no training overview or any sense of how to treat customers. How to treat them during transfer delays. They are not even capable of helping with transfers - not even to call the airport to offer any support but leave you hanging. Aside money that one loses when huge delays - the time and thing planned can never be bought back.

Lufthansa issues today...

A major storm created a huge mess at Frankfurt Airport. After several delays and rebookings, I was assigned to a new flight without my luggage.

I decided to leave the aircraft before departure. My luggage is valuable, and if it got lost, I have no permanent address where it could easily be delivered. If I board a plane, I expect my luggage to travel with me.

I then spent nearly four hours waiting to be rebooked, only to be treated rudely. A Lufthansa manager ultimately sent me away without a confirmed rebooking, without my luggage, and without a solution to recover it, despite my request.

At this point, I am heading to a hotel and will try again tomorrow.

Hopefully tomorrow will be a better day.

Lufthansa: How to Turn a 3-Hour Flight into a Multi-Day Adventure

Our journey began with a simple business-class flight from Frankfurt to Málaga. What followed was an accidental masterclass in chaos management.

A light rain shower appeared over Frankfurt. Not a storm. Not a hurricane. Not the apocalypse. Just rain.

Lufthansa’s response appeared to be: “Quick! Divert everything!”

Flights were delayed. Then delayed again. Then delayed some more. Boarding times moved forward repeatedly, creating the illusion that departure was always just around the corner. Apparently, our aircraft spent several hours existing in a state of quantum uncertainty—both arriving and not arriving at the same time.

Eventually, the flight was cancelled.

Now, cancellations happen. Weather happens. Aviation is complex. What should not happen is leaving hundreds of passengers standing around with virtually no information while pretending the flight is still operating long after it is obvious that it isn’t.

As business-class passengers, we naturally assumed there would be some form of customer service available.

How naïve of us.

Instead, Lufthansa introduced us to what may be the worst chatbot ever created. This digital masterpiece made early-2000s automated phone systems seem intelligent and empathetic.

Its first brilliant suggestion? Travel to Málaga by train.

A wonderful idea. Only approximately 3,000 kilometres, several countries, and a small expedition away.

Eventually, Lufthansa managed to rebook us. Not together, of course. Apparently, sitting next to the person you booked with is considered an optional luxury in business class.

The replacement itinerary involved leaving home at 4:30 a.m., flying to Zurich, and then enjoying a seven-hour airport layover before finally continuing to Málaga. Naturally, this created additional complications with hotel reservations, car rentals, and every other travel arrangement connected to the original booking.

What made the experience particularly memorable was the attitude encountered along the way. Customer service ranged from indifferent to impressively arrogant. There seems to be a corporate belief that passengers should simply be grateful to participate in the experience, regardless of whether they actually arrive at their destination.

Lufthansa often presents itself as Germany’s premium airline. Based on this experience, it feels more like a company that has forgotten the difference between transporting aircraft and serving customers.

Weather disruptions happen. Delays happen. Even cancellations happen.

But poor communication, ineffective customer service, and treating passengers as an inconvenience are entirely optional.

After many years of disappointing experiences with Lufthansa, this trip may finally have convinced me of one thing:

Whenever possible, I will happily fly with almost anyone else.

⭐ One star.

The rain shower gets the other four.

Amateur customer service. Can't even speak English right. Waiting number 500, just be kicked out and start over again. Then when you get to a service rep THEY CAN'T HELP YOU, then they give you a number to call, and that has a waiting line of 90 people? 6 hours waisted of my vacation! I'm never going to use Lufthansa again, worse than Ryan Air.

If I could give this airline a 0 star I would. I arrived to check-in and was told to walk across to the other side. I walked to the other side and was then told to walk back to the same side I came and to the left. Once I arrived there, I was told to go to the other line-where I initially started. No smiles, no apologies, just a bizarre robotic gesture. Then at the agent, I asked if I could purchase up to first class and was told to hold on because they had a process and one step at a time. After that second mindless robotic lady, I was told all booked out. Once I reached the gate area, I was told the airline is running one hour late. No emails, no texts, no word from checkin. Delayed a total of 2.5 hours. They started boarding and then had to stop for 15 minutes. I am surprised-I pegged most german companies as being efficient and effective. If you want to travel with mindless robots, use this airline. It’s my first and last time.

This is all about a recent strike. Less than 48 hours notice of an aircrew strike. Impossible to contact customer service. You are left with making a decision to let the clock tick down while trying to contact CS or move on. I moved on, cancelled the entire flight sequence, got a refund but that did not address the mental hassle or the extra cost of last minute tickets on another carrier. I processed the EU backed request for 600E but that falls far short and is the max regardless of the class of travel. Got the 600E in two weeks without any discussion. In my opinion, a lot of this is a pure European problem where the governments condone labor action and this becomes a traveler nightmare.

Unfortunately, I would like to give them zero stars. I've never had an airline so incompetent yet so readily available for flights, stranding thousands of people with no consideration, while focusing instead on how to market their Instagram pages and present themselves as luxurious.

If you are truly luxurious, you would treat consumers as if you cared about them, as they are the ones who got you here.
I hope you become the next Spirit Airlines, the next JetBlue, or the next airline that eventually shuts down.

You operate like a Ponzi scheme, consuming people's money and time and then turning around to say, "Unfortunately, we are not refunding anything, including your time." Time is valuable and precious. Do not fly with this airline if you value your time.

Lufthansa has the worst customer service. Lufthansa cancelled a flight I had booked, which was denominated in the departing country's currency, and refunded it charging a 3% commission on the exchange rate (exchange rates at times of booking and cancellation were within .5% of each other). After hours wasted on the phone and several email exchanges later in which they completely ignored the specifics of the case, they have stopped responding, and I still haven't received anything or heard any meaningful response from them after 3 weeks.

My experience with Lufthansa has been nothing short of shocking, frustrating, and deeply disappointing. I have never encountered such poor customer service from a major airline.

My flight was cancelled not once, but twice, and throughout the entire ordeal Lufthansa demonstrated a complete lack of accountability, professionalism, and concern for its passengers. Rebooking was an absolute nightmare. I spent more than three hours on hold just trying to reach a customer service representative. After finally getting through, I was met with a rude, sarcastic, and dismissive attitude instead of the assistance I desperately needed.

The customer service agent showed no empathy, no willingness to help, and no sense of responsibility for the disruption caused by Lufthansa's repeated flight cancellations. Rather than providing solutions, they seemed completely indifferent to the inconvenience, stress, and uncertainty their airline had created.

What is most disappointing is that Lufthansa appears to have lost sight of what customer service means. When an airline cancels flights, passengers expect clear communication, prompt support, and respectful treatment. Lufthansa delivered none of these. The entire experience felt disorganized, careless, and unprofessional.

Based on my experience, Lufthansa seems more interested in maintaining its image than actually supporting its customers when things go wrong. An airline that cannot efficiently handle cancellations, provide timely assistance, or treat passengers with basic respect should seriously reconsider how it operates.

This has been one of the worst airline experiences I have ever had, and I would strongly caution others before choosing Lufthansa. There are many airlines that value their customers far more than Lufthansa appears to.

I recently flew with them on a 2-leg long-distance return flight. Both outgoing flights were cancelled the day before, meaning I had to rearrange all my travel to and from airports and I arrived much later than I should have.
The 2nd leg of my return flight was cancelled in advance, leaving me with an 11-hour wait in Frankfurt airport. I contacted them immediately through their web page (harder than it sounds as there is no obvious link and their chatbot is absolutely useless) to try to rearrange - it has been 6 weeks and they still haven't replied. In the end I had to spend extra on food and drink in the airport and take an extra day off work at short notice.
In short, unreliable service with abysmal customer service!